Notes

OPENING :
A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.

IN CASE OF AUTO OPENING :- Wonderful day! Thankyou for contacting Xfinity chat support. feel free to call me Gourav. May I know the first and the last name of the awesome customer I am assisting and your concern please?


TOG :- Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.


CX ASKING FOR CALL :
I can totally understand that its not easy for you to type and I also want to help you with your concern if you let me know about it but we are from the chat repair team so we do not have access to call you can contact on this number 1-800-934-6489 (XFINITY) so they will assist you on a call.

I would like to inform you as I am from chat repair department so we do not have much access to manage services. You can call 1-800-934-6489 (XFINITY) to connect with an agent who can help.

I would like to request you to please call 1-800-934-6489 (XFINITY) to connect with an agent who can help.


AUTHENTICATION :
, please help me with your last name.
Please confirm this is your service address ?
Please help me with your first and last name & full address with zip code, so I pull up your account and assist you further.
To pull up your account I've send a six-digit verification code to your registered contact number please provide me the six-digit verification code to pull up your account.


HOLD & UNHOLD
Please allow me 2 to 4 minutes to pull up your account.
Thanks for allowing me 2 to 4 minutes to check the status of services and equipment on your account. I appreciate your patience.


ASSURENCE :
I appreciate you bringing this to our attention, Thank you for being a loyal customer, I can definitely help you with that.
Please rest assure I will surely help you in your concern.
I'm really sorry to hear this that your services are not working , we do not want our valuable customer to have such experience.
I completely understand how you must be feeling and if I would be in your situation so I would be feeling the same because I am also a customer like you at the end of the day.
I apologize for the inconvenience caused and I understand how difficult this can be at time but rest assured, now that I am here, I will have this sorted and will try and bring a closure of your issue with perfection.


REPO BUILD:
We appreciate your business and loyalty as a customer.
Beside this issue may I know how's your day ?
That's wonderful to hear! I hope that your day goes greater and smoothly all through out!
I am working on your concern meanwhile may I know your hobbies ?
Thank you for being patient. I appreciate your time.
Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.
Thank you for your support and co-operation over the chat I really appreciate it.
I want to thank you for your time and patience while resolving your concern, have an awesome day.


BAXA :
(Xfinity Flex)
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote.
Stream over 10,000 free movies and TV shows through apps included free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost.

(if cx has voice issue)
The Xfinity Connect website allows you to stay connected and get the best out of their Xfinity Internet and Xfinity Voice service at home and on the go. Enjoy access to email, unlimited talk and text, Caller ID across multiple screens and Voicemail.
The Xfinity Connect website is a free, that gives you control over your Xfinity Voice and email services on your Apple and Android devices (smartphones, tablets, etc.).

(if cx has cable issue)
While waiting I wanted to share that with Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can get the entertainment you love anywhere, on any device. Everything is included at no additional cost. Please visit : https://www.xfinity.com/stream/ to enjoy Xfinity Stream or you can also download Xfinity Stream app from Apple App Store or Google Play.

( if cx has internet issue)
While waiting I wanted to share that Xfinity provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/

(REWARDS)
Meanwhile we're happy you're joining Xfinity and one of the things you should do right away is sign up for Xfinity Rewards. The longer you stay with us, the more perks you'll receive, like discounts on your mobile devices. All to say thanks for staying with Xfinity.


WEST ACCOUNT:
I want to share as we are from chat repair team and from central region we do not have access to west account . I'm requesting you to please connect our west region team on 1800-934-6489. However from my end I may trouble shoot in order to fix your internet concern.

SOAK:
I would like to inform you that I have escalate the concern to our dedicated Backend team, They will look into the issue and resolve it for you in 2 hours. Please be rest assured, I am raising the ticket for you so and adding your number into it so that Our backend team will contact you and you will get the confirmation text on that number.

TECHNICIAN:
I'm still not getting a signal from your modem. I'll need to schedule an appointment for a technician to take a closer look.

Please help me with your best contact number so technician will contact you.

I hope you and your family will be stay safe and healthy just to confirm in your family is there anyone affected with COVID-19 ?

I would like to inform you if the issue is from our side than you do not have to pay but if the issue is form your end than technician will let you know.

-----------ACP link -------------
National Verifier application- https://nv.fcc.gov/lifeline
ACP Enrollment- Doc ID HOW20307
https://www.xfinity.com/learn/-/cima-login?continue=https://www.xfinity.com/learn/internet-service/ebb
https://www.xfinity.com/learn/internet-service/acp

Power words: Great, Perfect, Best, Ready, Pleasure, Nice, Absolutely, Delight, Honor, Excellent, Wonderful, Quick, Extraordinary, Highly, Excited, Splendid, Delightful, Generous


CLOSING :
Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.

It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat. Is there anything else I can assist you with?

You have been the most pleasant and cooperating customer, Thank you, for being so kind and polite customer. Thank you for choosing Xfinity and have a great day and have a great year! Please take care and stay safe.

Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.

ACP:
ACP is a longer-term replacement for the Emergency Broadband Benefit, designed to help keep families connected to the Internet. Qualified households can receive a monthly credit of up to $30/month (up to $75/month for customers in Tribal lands) towards their Internet and mobile services.

Please follow these steps to enroll for it:

1)Check eligibility for ACP.

2)Complete the Xfinity ACP enrollment form to receive your credit. For this step, you’ll need the application ID you received from the National Verifier when you were approved.

Once you receive confirmation of your enrollment, you could see the ACP credit on your very next bill. However, depending on when you enroll, the credit may not appear until your second bill after enrollment.

HELPLINE :
Movers team: 1888-245-4000
UPS pick up team: 1800-823-7459
Internet essentials: 1855-846-8376
Prepaid team: 1855-7577-372
Data usage team: 1877-807-6581
Seasonal hold: 1888-633-4266
Tenant Team (1800-391-3000)
Xfinity mobile Team 1888-936-4968
Activation team: 1855-652-3446